Dedicated Servers – Our Service Promises

As a business-class service provider, we’re proud to offer our customers a comprehensive range of service promises as standard with all our servers:

• 100% Power Availability Promise
  We guarantee that your server’s power will be always available.  If it’s not, we’ll compensate you.
• 99.95% Network availability Promise
  We guarantee that your server will be accessible from the internet.  Again, if it’s not, we’ll compensate you.
• 2 or 4 Hour* Hardware Swapout Promise
  If your server’s hardware fails, we’ll swap it out within 2 or 4 hours*, day or night (*depending on the level of support you’ve taken with your server)
• Speed of response to your support tickets
  We’ll get onto your emergency tickets within 15 minutes of you submitting them.
• Courtesy, Quality of Service and Competency.
  What really sets us apart from the competition is our attitude towards our customers, and the knowledge and experience of our support team.

These service promises are outlined in our UltraSupport™ Charter which describes the service levels you can expect from us.